Director-Experience Design Application, Regional (Patient Experience)

Indiana University Health; Indiana (PA); On-site; USD 150,000 - 190,000; Full time

Job summary

Indiana University Health is seeking a Director of Experience Design Application, Regional to work with regional leadership and the system Experience Design team. The role focuses on managing experience initiatives, driving performance, and standardizing tactics across areas of responsibility to deliver person-centered care.

You will amplify customer feedback, apply frameworks and methodologies, and ensure experience metrics are embedded in transformational improvement efforts across Indiana.

Qualifications

• Bachelor’s Degree required in a related field (service management/health administration/business administration).
• Master’s Degree preferred.
• 7–10 years of relevant leadership experience.
• Experience in service or healthcare industry preferred.
• Knowledge of patient/customer experience, organizational change management, workforce engagement and performance, surveys, metrics and data analysis and interpretation.

Responsibilities

• Lead the design and execution of regional experience initiatives to support person-centered care.
• Collaborate with regional executives and the system Experience Design team to drive performance and change.
• Monitor the design, application and performance metrics across initiatives.
• Amplify the Voice of the Customer to drive related experience improvements.
• Standardize experience tactics and integrate metrics into transformational improvement efforts.

Skills

Leadership

Healthcare industry

Patient experience

Data analysis

Change management

Surveys & metrics

Stakeholder management

Education

Bachelor's degree

Master's degree preferred

Job description

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our IU Health’s leadership team in the role of Director of Experience Design Application, Regional.

The Director of Experience Design Application, Regional works directly with the regional or business unit executive team and the system Experience Design team to assess, communicate and drive performance and to create change at all levels of the organization. This leader manages the design, application and performance monitoring of experience initiatives that facilitate a person centered experience and supports the system IU Health experience strategic plan. This Director supports the execution and standardization of all experience related tactics across area of responsibility and ensures experience performance metrics are incorporated into transformational improvement efforts. This leader amplifies the Voice of the Customer to drive related experience improvements. This Director understands the application of tools, frameworks, and methodologies that support the system IU Health experience.

Key Relationships

Reports to: Vice President-Chief Nursing Officer, Indianapolis Suburban

Candidate Qualifications

• Bachelor’s Degree Required. Degree in Service Management, Health Administration, Business Administration, or related field preferred.
• Master’s Degree Preferred.
• 7-10 years of relevant leadership experience.
• Experience in service or healthcare related industry preferred.
• Knowledge required in patient/customer experience, organizational change management, workforce engagement and performance, surveys, metrics and standards and data analysis and interpretative skills.

Indiana University Health is unlike any other healthcare system and we\'re looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.